If you are a Small Business customer, find additional troubleshooting and learning resources at the Support for Small Business site.

When users try to authenticate a non-browser app to a Microsoft cloud service such as Office 365, Microsoft Azure, or Microsoft Intune from a specific client computer, one or more of the following issues occur:

Admins can't authenticate to the cloud service by using the following management tools:

Usually, this issue occurs on a specific client computer or on a group of client computers. This issue may occur for all client computers only if no computers at the company are set up for the cloud service. Non-browser app authentication may not be fully functional if cloud service client settings aren't implemented correctly. The following client computer scenarios may cause this issue:

Network connectivity to the cloud service is limited.

The firewall, proxy servers, or both require local authentication.

Prerequisites of the non-browser app aren't met.

An old version of the Microsoft Online Services Sign In Assistant is installed.

The non-browser app isn't set up for the cloud service.

Before you continue to troubleshoot this issue, make sure that all the following conditions are true:

The keyboard on the client computer keyboard is working correctly, and the user name and the password were entered correctly.

Non-browser app authentication doesn't fail for the same user account on other client computers. If all other computers experience the same symptoms for the same user account, this behavior likely indicates that the issue is related to the user account. For more info, see the Microsoft Knowledge Base:

You can't sign in to your organizational account such as Office 365, Azure, or Intune

Access issues aren't limited to federated users on the client computer. If only federated users experience access issues, there's likely an issue with the SSO configuration. For more info, see the following Microsoft Knowledge Base articles:

At a command prompt, run nslookup www.msn.com to determine whether DNS is resolving Internet server names.

Make sure that the proxy server settings in Internet Options reflect the appropriate proxy server, if a proxy server is used in the local network.

If a Forefront Threat Management Gateway (TMG) firewall is installed on the boundary of the network and the firewall requires client authentication, you might have to install and configure the Forefront TMG client program on the client device for Internet access. Contact your cloud service admin for help.

To resolve this issue, configure an exception for Office 365 URLs and applications from the authentication proxy. For example, if you're running Microsoft Internet Security and Acceleration Server (ISA) 2006, create an "allow" rule that meets the following criteria:

Allow outbound connections to the following destination: *.microsoftonline.com

Allow outbound connections to the following destination: *.microsoftonline-p.com

Allow outbound connections to the following destination: *.sharepoint.com

Allow outbound connections to the following destination: *.outlook.com

Allow outbound connections to the following destination: *.lync.com

Allow outbound connections to the following destination: osub.microsoft.com

Ports 80/443

Protocols TCP and HTTPS

Rule must apply to all users.

HTTPS/SSL time-out set to 8 hours

Resolution 3: Prerequisites of the non-browser app aren't met, or the Microsoft Online Services Sign In Assistant is out of date

If certain operating systems or non-browser apps aren't updated with the appropriate prerequisites, they may be unable to access the intended services. Make sure that the computer and the applications meet the system requirements for the cloud service. For more info about Office 365 system requirements, go to the following Microsoft website:

Resolution 4: The non-browser app isn't set up for the cloud service

If profiles haven't been created for some non-browser apps, those applications will be unable to correctly access the intended services. The easiest way to make sure that applications are configured appropriately for Office 365 is to run the Office 365 Desktop Setup Tool: